Service Level Agreement (SLA)
At SRH Infinity Solution, we are committed to providing reliable and high-quality web hosting services to our clients. Our Service Level Agreement (SLA) outlines the terms and conditions under which we deliver our hosting services, ensuring that your website remains accessible and secure.
Uptime Guarantee
We guarantee that your website will be available 99.9% of the time during each monthly billing cycle. If we fail to meet this uptime guarantee, you will be eligible for a service credit to apply towards future billing cycles based on the duration of the unavailability. The service credit will be calculated as a percentage of your monthly hosting fee, as follows:
- Less than 30 minutes of unavailability: No credit
- 30 minutes to 4 hours of unavailability: 10% credit
- 4 hours to 8 hours of unavailability: 25% credit
- More than 8 hours of unavailability: 50% credit
Scheduled Maintenance
From time to time, we may need to perform scheduled maintenance on our servers to ensure optimal performance and security. We will announce any scheduled maintenance at least 5 business days in advance. Scheduled maintenance typically occurs during off-peak hours, usually in the early morning hours between 2 AM and 6 AM IST.
Unscheduled Unavailability and Service Credits
In the event of unscheduled unavailability, you must request service credits within 7 business days of the incident occurring. We will calculate the service credit as a percentage of the monthly hosting fee based on the ratio of minutes of unavailability to the total minutes in that billing cycle, as outlined in the Uptime Guarantee section.
Backups and Restoration
As part of our hosting services, we regularly backup your website’s data on a daily basis. In the unlikely event of data loss or corruption, we will restore your website from the most recent backup at no additional cost.
Limitations and Exclusions
While we strive to provide reliable hosting services, we cannot guarantee that your website will never experience any issues. We are not responsible for unavailability caused by factors beyond our control, such as distributed denial-of-service (DDoS) attacks, viruses, or other harmful material.
Termination and Refunds
You may cancel your hosting services with a 30-day written notice. However, we do not offer refunds for any unused portion of your hosting plan.
By choosing SRH Infinity Solution as your web hosting provider, you can rest assured that your website will be in good hands. If you have any questions or concerns regarding our SLA, please don’t hesitate to contact us at info@srhinfinitysolution.com.